Dispatcher Specialist

H-GAC•Houston, TX

12d•Onsite

About The Position

The Houston-Galveston Area Council is one of the largest regional planning commissions in the country with a diverse service area of 13 counties and more than 7 million people. We are the pulse of our region addressing issues that cross city limits and county lines every single day. We make decisions that affect our transportation system, ensure the safety and well-being of our seniors, connect people to jobs, help families recover from natural disasters, preserve water quality for our children, and so much more. We work to make the region a great place to live, work, and thrive. You will serve as the lead dispatcher on shift overseeing daily operations for the Tow and Go dispatchers and ensure compliance with program policies, grant requirements, and service standards. This position provides training and operational support to dispatch staff while maintaining active dispatch responsibilities. This is an in-person position, must be able to work from Houston TranStar.

Requirements

Experience with working in dispatching or a call center setting is preferred
Experience with serving as a lead and providing additional support
Experience with working in a fast-paced environment
Must have strong customer service skills with the ability to remain calm under pressure
High school or Associate’s Degree
Entry level position

Nice To Haves

1-3 years of experience with dispatching or working in a call center environment

Responsibilities

Serve as the Lead Dispatcher on shift and ensure dispatchers adhere to the program policy, guidelines, and standard operating procedures.
Provide real-time guidance and decision-making support to dispatchers.
Monitor response times, service quality, and incident documentation.
Train new dispatchers on program policy, systems, and procedures.
Serve as the primary liaison between coordinated program partners during your shift.
Receive and process Tow and Go service requests from law enforcement, citizens, and towing partners.
Provide great customer service and keep motorists calm and safe until help arrives.
Receive and process service requests, accurately documenting details into the dispatch system.
Dispatch wrecker companies in accordance with program procedures and guidelines.
Monitor and track dispatched calls, verifying response and clearance times.
Accurately document incident details and clearance times in dispatch systems.
Monitor ETAs and follow up on wreckers with delayed responses.
Escalate service issues or concerns to your supervisor.
Provide professional and courteous communication with program partners.
Support emergency operations during severe weather or large-scale incidents.